311 to Reduce Service Hours Beginning July 10

Starting July 10, calls to 311 after 8 pm will be answered by an automated system that will route calls to the appropriate agencies available for service delivery. Charmeck 311 will reduce a portion of its 24/7 operations. As part of the change, 311 customer service representatives will receive citizen calls for service between 7 am and 8 pm daily including weekends. After 8 p.m., callers will continue to access non-emergency local services such as:
Utilities (water main breaks, sewer issues and other non-billing related services)

Non-emergency crime reporting and animal control services (available until 1 a.m. and online 24-hours-a-day)

Online services are available 24/7 at www.charmeck.org. The reduction in hours was part of the FY2011 budget approved June 7 by the Charlotte City Council. The reductions are based on recommendations made by City Manager Curt Walton, as part of an effort throughout city departments to identify opportunities to reduce department operating budgets without affecting service delivery. As approved, the reductions to 311 eliminate service between the hours of 8 p.m. to 7 a.m., the time period when the call volume is the lowest. Customer representatives have been reassigned to the operating hours to enhance service delivery during highest call volume periods.

No personnel were affected by the change in service hours. Seven agent positions and a supervisor were reassigned to work during the hours of 8 a.m. to 7 p.m.

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